Six Insights for Successful CRM Systems

Many firms have derived significant revenue gains and cost reductions through the successful implementation and use of CRM systems. However, even more firms have wasted significant amounts of time and money on CRM systems that did not deliver the desired results. This section provides some useful insights that will help to steer a CRM system toward success and away from waste and failure.

Exercise Design Restraint—Overdesigned Systems Fail

It is not always easy to determine what to include in a system and what to leave out. Frequently, when a large committee uses a democratic process to decide on system features, the system that results is overdesigned. If a capability provides simple analyses quickly and ...

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